Notification and Autoresponder Emails are not being sent

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    bc4885
    Asked on August 19, 2019 at 06:48 PM

    It is happening again!!!!!!!!!!!!!  My submission emails are not working!  What is going on?  It is a pain to have to redo those emails and for some reason they are not working and I need some help figuring out what is going on.




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    JohnRex
    Answered on August 19, 2019 at 08:19 PM

    Hi @bc4885,

    Apologies for this inconvenience.

    I have made a test submission on your form and was able to replicate the issue. I haven't received an autoresponder but I can see that the email notification, sent to your email, is working fine.

    Could you please try creating a new autoresponder? After doing so, please make a test submission and see if it still persists.

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    bc4885
    Answered on August 21, 2019 at 03:33 PM

    John,

    This is the second time this has happened and it creates problems with our applicants and forces me to rebuild the autoresponder. I don't like wastening my time doing that when I don't know why it is happening.  What is going on????

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    bc4885
    Answered on August 21, 2019 at 06:19 PM

    I just re-did the autoresponse email... and it still does not work.  We have a big problem given that our participants are not getting the information they need.

    Please HELP!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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    Vanessa_T
    Answered on August 21, 2019 at 06:46 PM

    We sincerely apologize for the inconvenience this has caused. I was able to replicate the issue. I have now forwarded this matter to our level 2 so they may review what is causing the issue. Unfortunately, I cannot give you a timeline for this. However, rest assured that once we get an update, you will be notified via this thread.

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    bc4885
    Answered on August 22, 2019 at 04:41 PM

    This is a real problem on an active form.  Should I keep trying to build a new autoresponder. About six months ago when this happen it fixed the problem, however it did not work this time.

    I do need a timeline and need to know if this is given a high priority. I am not pleased at all with the occurrence of this problem.  I need better support on this! 

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    Vanessa_T
    Answered on August 22, 2019 at 04:51 PM

    Apologies however we could not give any timeline due to the number of requests our developers are handling. Note though that the ticket has already been assigned and marked as Important. 

    You will be updated here once we get any feedback. I have also made a follow up to our backend team.

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    bc4885
    Answered on August 23, 2019 at 02:14 PM

    Thank you!

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    bc4885
    Answered on August 24, 2019 at 12:02 PM

    I have continued to play with the autoresponder because our need is TIMELY.  I made a simple change and it appears to be working.  That change was to uncheck the box that indicated the pdf attachment should be copy protected.  The pdf was copy protected when created in the Editor so checking that box was a redundancy. The original password protection is working in the emails I have received when testing.

    NOW the logo at the top of the autoresponder is not showing in the emails.  Why???

    Please help.

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    KrisLei
    Answered on August 24, 2019 at 01:19 PM

    Hi,

    To properly address the issues and to avoid confusions I have moved your question on a separate thread. Here's the new URL for the new thread:

    https://www.jotform.com/answers/1939046-NOW-the-logo-at-the-top-of-the-autoresponder-is-not-showing-in-the-emails-Why-Please-help-

    I will respond to the new thread shortly. Thank you for your understanding.